Why would the Hardwood Distributors Association have figures on IT incidents?

Seriously though, verus, there are many threads discussing the reason why it is hard to find "industry" or "standard" figures for service statistics and the reason why they would be of absolutely no use to anyone if they did exist.

At least one of those threads is current: Question about event and incident - although you have to go half way down the thread to find the relevant points.

Welcome to our forum _________________"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718

- ask to see the source and then demonstrate s/he is comparing apples with hand grenades.

- make the point that while the figure remains above 1% for your organization, there is room for improvement._________________"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718

The best approach would be for someone from first line to yell at the change team until they got the finger out.

Seriously. Why complicate matters? Change implementation is already under management control and are well aware of the time (I hope). So manage it where it is and get it sorted soonest. There should have been contingency planned anyway.

The issue is availability, not incident per se.

If your modern sophisticated software can only record unavailability via an incident record, then I dare say you will have to raise one in order to record the facts, but that does not mean performing incident management, it just means setting up some records in the computer system.

Afterwards there will not be an incident review; there will be a change review._________________"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718